Ferns N Petals is India’s largest gifting destination with over 400 franchise stores across 120 cities in India, with presence in UAE, Singapore and QatarBusiness Head eCommerce : India and Singapore driving Online Revenue, Growth and ProfitabilityWith 22 years of experience in Business Operations, Strategy, Topline and PnL Management, Investor Relationship Management, Customer Service, Order fulfilment, Category, Marketing and Business Strategy functions. Closely associated with Product and Tech team for frontend enhancements and backend improvements for enhanced UI/UX and Overall Conversion Rates.

Launched in September 2014, Den Snapdeal TV-Shop, a joint venture of DEN, India's biggest Television distribution company and Snapdeal, India's leading e-commerce company, grew to become one of India's largest TV shopping portals. TV-Shop, a 24 hour TV shopping channel.Part of the pilot team which conceptualized and launched the TV channel. One of the fastest TV Channel launches in India, Den Snapdeal TV-Shop was launched in less than 3 months from conceptualization.

Future Calling India was launched as a BPO with customer delight as its objective. The Organization, in a short span of around 2 years, was successfully catering to inbound, outbound as well as Back office operations of prestigious clients such as Idea Cellular Limited and My-Tel Technologies. It was ranked amongst top 5 channel partners for Idea Cellular Ltd.• Set up the entire call center and successfully turned it into a profitable organization within the first year of its inception. Successfully migrated the center from a manual DSA to a fully automated call center.• Handled Outbound Sales and Back Office Operations for Idea Cellular Limited and Inbound Services - Tele verification desk for Idea and My-Tel Technologies• Transitioned India’s only live virtual secretary service process and exceeded client expectations by delivering outstanding performance and helping them grow their sales by 150% within a span of 6 months.• Ensured SLA compliance by regular quality checks and reviews

Part of the leadership team instrumental in establishing and growing the company as India’s 3rd largest marketplace destination. Headed the Customer Care Call Center and Customer Service operations with P&L responsibilitySet up and ramped up the call center to ensure 100% SLA achievement and deliver delightful customer experience.

Part of the leadership team of India’s 1st Home Shopping Channel for all the leading brands through various interfaces like TV, internet, catalogue and direct mailers.• Headed the customer care call center and back office operations. Responsible for customer experience process from a query resolution to complaint resolution within a defined TAT.• Handled process reengineering to ensure the lead time in complaint resolution was reduced

Managed a 400 seater outsourced call center for Vodafone Haryana Circle based out of Mohali.

Client Service Manager at one of the largest US based processes in EXL Service.

Gold Award Recipient in GE Commercial Finance Fleet UK Business. Went for a 5 month On Job Training at Customer’s site in Manchester UK to transition the Fleet UK Process to India. Completed and lead a seamless transition and brought the process in pilot.